Key responsibilities and accountabilities:

Provide information and advice on vehicle diagnostics and technical solutions to customers via telephone and other electronic methods

Provide Remote Services using OEM equipment to program/code and diagnose vehicles.

Log all contacts in the CRM and maintain records of information and advice given to an agreed standard and process

Resolve customer queries related to the use and operation of the Opus IVS diagnostic products

Maximise first-time resolution of customer queries in a timely manner

· Disseminating technical information to colleagues and others to improve customer support

Attend training, develop existing technical knowledge and new skills as required.

Provide training support to customers and employees as required

Create customer help files, training information and user guides

Liaise with Development to develop OpusIVS software, data and hardware products as requested

Periodically, may be required to support global customers, working in a shift pattern

· Adopts a professional manner at all times with colleagues and customers

· To adhere to company policies and quality standards

· Identifies opportunities for continuous improvement

Any other duties required to support the needs of the business

Specific job skills:

· Good spoken and written communication skills

· Professional approach and positive demeanour

· Good problem-solving skills

· Good organisational skills with an ability to prioritise

· Good customer service skills and experience

· Automotive Diagnostic skills and knowledge of the diagnostic process

· Good knowledge of electrical, electronic and mechanical systems

Ability to work using own initiative and work as part of a team

Qualifications:

A nationally recognised Automotive mechanical repair technical qualification at an appropriate level